Changi Airport Group
Reviews and Complaints

Singapore Wake - Up.always transit at this airport. The wifi sucks. U guys are so stingy with your wifi...that as a guest we gotta to walk to information counter to get password and that's a long walk. The excuse is security reasons. RIDICULOUS
In Malaysia airport...wifi is available everywhere. This is international standard.
Singapore u gotta buck up

I'd like make a complaint regarding bad service that experience by my parents. My dad who 75 yrs old and had stroke history, he is not able to walk by himself. My mum, 65 yrs old was informed the staff at Changi Airport that my dad assistance or a wheelchair. however, she got the answer is currently they can't get a wheelchair due to busy for Guess from Europe! Is this how Changi served customer? Because we are Asian so we are not priority? I'm curious how Changi Airport get world best airport award!
I'm Mr Wong, contact is [protected]

I was flying with Lion Air from Jakarta (CKG) to Changi airport, flight JT156, on 1 Mar 2018.
When the plane touched down at Changi, we're transported to the terminal by bus.
There were two buses waiting for us when we got off the plane. I happened to be on the 2nd bus.
I had 1 suitcase that i checked in, but I didn't have any hand carry bags, therefore when we arrived at the terminal, I was the first from the 2nd bus to arrive at the belt (i passed the immigration real quick because I'm a Singapore citizen).
But to my horror, I noticed that the flight (JT156) was not on the board.

I went to one of the staffs, informed him that the flight was not on the board and asked if he knows which belt was for JT156 .
He suspected that we arrived at the wrong terminal (we're at Terminal 2).

One Lion Air's staff came shortly, he was on the phone. Based on the conversation on the phone it was evident that the staff was correct: that I (and the everyone on the 2nd bus) were taken to the wrong terminal.
It appeared that the 1st bus arrived at the right place (Terminal 3).

Instead of arranging for us to be transported to the right terminal, the Lion Air's staff suggested that we hurried to Terminal 3.
I had somewhere else to be that evening, so I (along with 2 other men) sprinted to Terminal 3.

When we got there, we went to the staff in the baggage carousel who advised that we went to go to Information.
There's only 1 person at the Information, we're queuing, anxious because unattended suitcases could be stolen, and also I had another appointment in the evening.
Another staff came and helped out, but she didn't seem to care about the situation. Slowly she took some forms, asked for our passport, and slowly filled in the details. I was very close to ask her if i could have one of the forms and filled in my details myself!
The other staff joined her and helped all of us from bus 2. They still didn't seem to care about the situation. Perfect ingredients for a great customer service.

She then handed us the form, i immediately marched to the staffs in the baggage carousel area, handed them the form, along with my passport and boarding pass to prove that i was indeed on JT156 flight.
The staff accepted the form, and slowly they scanned us one by one, before letting us get to the belt and grab our bags.

From this experience, there's one obvious thing that went wrong, which is the bus arriving at the wrong terminal. But there are things that could have been done better, as the amount of time was wasted which was staggering.
1. Failure to arrange a transportation from the wrong terminal to the right terminal.
2. Misleading information, we could have been told to go straight to the Information, but no, we're told to go to the staff. Which we did, only to be told that we should go to the Information counter. This is an unnecessary waste of time.
3. Non existent professionalism, when the staff at the Information filled in the form in slow motion. Again, this is an unnecessary waste of time.
The staff at the baggage carousel was smirking when one of us asked where to send the complain to.

I used to be very proud of both Singapore's customer service and Changi Airport, but in this experience, the level of service was very disappointing.
It's far below the level of service I experience abroad.

Imagine if there's a medical emergency, or family related matter, the time wasted could have a more catastrophic impact.

I am Ms Leow. I wish to complaining about the security staff at T1 D48. A old woman which is security staff, when checking my luggage and found got one water bottle. Therefore, she was aasked me to throw the water bottle. After she throw it, another Indian staff was told me I can just empty the bottle and go refill water later. But the old woman security staff din ask me should I empty the bottle and straight away throw my water bottle to the dustbin. Is it her responsibility as a security staff? Low mannes staff I never met before.

Hello Lion Air team and Changi Airport Services

I am extremely disappointed and disgusted about the behaviour of the two Lion Air checkin staff ladies who were on duty at the Changi airport Singapore on 11th Feb 2018 for the the checking in of flight JT0159.

My flight was from Singapore to Jakarta and the old lady who checked me in spent a long time examining my exit ticket out of Jakarta and made a big fuss about the fact my passport was Sri Lankan. However she never explained to me what the 'problem' about checkin was. She spent a long time muttering to herself and reading my passport and exit ticket.

Them she called one of her colleagues on the phone - obviously to get help as she seemed to be struggling and did not seem to know how to check me in or she did not know what she was supposed to check.

On the phone, right in front of me she was going on and on about my Sri Lankan passport being an issue to the 2nd colleague (the second check in staff member) and kept mentioning an issue and did not explain to me what the issue was.

I was carrying a clean passport and a straightforward exit ticket out of Jakarta and I had absolutely issue in documentation.
In fact this was the second time I was entering Jakarta this month and never had any issues with checkin or with immigration either,
But the old check in lady made such a fuss telling her colleague about my Sri Lankan passport being an issue. She never bothered to explain to me what the concern was and kept reading and re-reading my exit ticket many times.

My fiance (Mr. Himesh Bagley) who was on the same flight whose ticket was combined with mine (PDF attached herewith) politely offered to point out to her the flight number on the Jakarta exit ticket as she kept mumbling that she cant see the flight number and she kept saying "no no sir but there has to be a flight code" and kept reading my exit ticket again for such a long time.

Then suddenly from behind (we assume the other womanshe was talking on the phone with) just showed up at the counter just looks at me with no introduction and says "do you have pocket money with you to use in Jakarta?" in a rude tone of voice without explaining to me what the concern was all about.

Pocket money?

I asked her what do you mean pocket money? I was carrying my own funds and cash and I asked her why she would just look at my appearance and ask me that 'if I have pocket money?
Her tone of voice was as if to insinuate that I am poor and that I may not funds to manage the trip and some where down the line both of them seemed to have their concern linked to the fact that it is due to the fact that my passport was Sri Lankan.

She replied : it will be concern that Immigration in Jakarta will have.

This second check in staff member was was very disrespectful and had absolutely no professionalism in talking to me as passenger.

[ Carrying sufficient funds - should be a concern for the Indonesian Immigration office if at all and none of her business as she is NOT an immigration officer and this certainly was no way to speak to a passenger. She clearly lacked professionalism and was extremely rude to me and was very racist ]

She turned the other way and went to her seat adjoining the older lady who was checking us in.

Then the first checkin staff the older lady who either had no idea how to check me in spent a long time making a big fuss about my passport and my return ticket.
Then she had the audacity to say "even if there is a problem in Jakarta it should be no issue since you are traveling with Mr. Bagley. { My Fiance is an American passport holder ]

What on earth is this supposed to mean? What is this woman trying to say? That whatever issue she seemed to be having with ' my Sri Lankan passport should be taken care of because I am travelling alongside with an American passport holder'?

I am shocked and appalled at this pathetic racist treatment by the two unprofessional and incompetent women at the LionAir checkin counter.

How dare they treat customers like this?

If there was any concern identified by them related to 'checkin' then they should mention to the respective passenger clearly and accurately what the actual concern is, instead of making racist remarks and asking passengers if they have"pocket money".

This is ridiculous.

I expect a call from Lion Air and request your team talk to the two women on duty on 11th Feb and take required action.

If this is the calibre and class of LionAir checkin services I really would not expect any decent passenger to opt for LionAir.

The behavior of these two women is a disgrace to Changi airport services. They are an embarrassment to the esteemed Changi Airport. This type of an unpleasant experience is surely not expected from such an esteemed prestigious airport like Changi.. after all it is supposed to be the the world's best airport~

Lion Air : I urge you to take due action.

Changi Aiport Services : For your awareness and attention.

Regards...

Miss Omega Nanayakkara
+62-[protected]

Passport number: N5556575

[protected]@gmail.com

I am a tenant from T4 foodcourt and was asked by NTUC Foodfare to prepare more food to cater to more crowd on the first 2 weekends of the opening of T4.

I went to T4 today at 12 pm and 4pm on 11 nov 2017 and realised that there weren't a crowd and most of the stalls were freed from Queue. In my surprised, CAG had put up a sign to stop people from coming to T4 (as attached).

It is disappointing that CAG has demanded tenants in T4 to open from 5am to 11pm; asking us to prepare additional food yet stopping crowd from coming in. This initiative has caused a lot of food wastage in which NEA together with Singapore government has been trying to encourage foodcourt from minimising food wastage (http://www.straitstimes.com/singapore/nea-to-launch-campaign-to-reduce-food-waste-next-week).

I understand that CAG is trying to pre-warn visitors from overcrowding, however if this is the decision, CAG should have an estimated allow visitors into T4 and not encourage food tenants from increasing food quantity.

It is difficult to co-operate with CAG if Your organisation does not care about the tenants in your premise.

I hope my feedback and improve your Organization to think more thoroughly,

What I'm going to say is how "dirty" the Changi airport staff who transport those luggage. When I arrived in Malaysia and checked my belongings, I found out that I was missing something. The zippered bag was opened and things have dropped and scattered around . This is not the first time, very disappointed with the airport staff management, hired such a "dirty" staffs.

I bought my Ted Baker Cream, Perfume and Body wash from Duty Free in Dubai. I transited through Singapore before heading home to Australia.
We were heading for our gate to board our aircraft and we had to go through security first. Went through and they stopped me to open up one of my bags. They told me I couldn’t take my Ted Baker products through as they were over 100ml. If they were in a sealed bag then it would have been fine. My issue is that I bought these duty free and when you buy duty free then all of the 100ml rules are exempt. I am so upset and to be honest pissed off at the fact that Singapore Airport Security wouldn’t let me take it. I have never ever been so angry in my life. When I got on our flight I just broke down as it’s not cheap.
People be careful of this and if you do what I’ve done then make sure that everything is in a sealed bag.
All airports should have the same duty free bags and they should all have sealed bags. Dubai does not provide sealed duty free bags and how was I supposed to know that Singapore did and this was their stupid rule. It’s absolutely ridiculous!
They only thing that calmed me down was the fact that I can claim my products back!
Singapore Airport you either need to change your sealed duty free bag policy or just accept what other airports do with their duty free bags.

To.
Ishop refund Controller / The Head of IShop Refund
Changi Airport, Singapore.

Complain for the unfriendly Ishop staff at Terminal 3 Changi Airport at Wednesday, September 27th 2017 around at 23:30.

I would like to lodge a complaint regarding the Ishop staff at Terminal 3 Changi Airport. I need to explain first that Ishop I mean here is not the I-shop for MAC thing but Ishop refund that is available in every Terminal in Changi Airport for you to get your refund.

It's a common knowledge for us the frequent travellers using Singapore Airlines that, if we buy a ticket from Singapore Airlines and has to travel via or stop over in Singapore, we can exchange our used boarding pass for a S$20, - coupon (refund).

It happens 2 days ago (September 27th, 2017 around at 23.30), as I travelled back from Jakarta to Frankfurt via Singapore using Singapore Airlines completely (no cooperation with other airlines).
They said I CAN NOT exchange my boarding pass because as I flied from Frankfurt to Jakarta via Singapore before (August 6th, 2017), my plane from Frankfurt to Singapore was operated by Lufthansa not Singapore Airlines though my ticket actually was from Singapore Airlines. I showed my ticket to the staff and try to explain that they collaborate for this flight (My boarding pass from Frankfurt to Singapore was printed by Lufthansa, that's why I didn't try to ask for a refund before), but then she insisted that I can't refund it because my first flight was with Lufthansa not Singapore Airlines and that my ticket is not from Singapore Airlines but Lufthansa. I tried to explain it again and again that I bought Singapore Airlines ticket, only that because Lufthansa and Singapore Airlines has a collaboration for this flight but my ticket is from Singapore Airlines. But unfortunately she still not gave me the refund. Not only that, the way she talked to me was so unfriendly and she seems so annoyed as I asked why I can't exchange my boarding pass. I can say this because before me there was a white man and when she talked to the man, she was very friendly. Unfortunately I did not have a chance to see the name of the staff, because I have also been hunted for time as it was already my boarding time (My flight was at 23:55). That's why I didn't argue much.

Eventhough I booked my ticket not directly from the Singapore airlines website (I booked my tickets through flighttix.de website) (https://flighttix.de), but as I bought it, clearly written there that I buy the Singapore Airlines tickets, only that Singapore Airlines and Lufthansa cooperate for this flight as they don't have the flight which operated by Singapore Airlines from Frankfurt. But the rest of the travels was operated by Singapore Airlines.

I am very disappointed with the treatment of the staff. If you want to say the loss, the most loss is me. Why? Because I was supposed to fly with Singapore Airlines but was replaced with Lufthansa. Not only that, I'm also almost late for my next flight to Frankfurt because they serve everyone very slowly.

I really hope that the Controller or the Head of the IShop refund will read my complain and I still hope for my refund if it's still possible.

I look forward to hear from you.

Maria Regina

To.
Ishop refund Controller / The Head of IShop Refund
Changi Airport, Singapore.

Complain for the unfriendly Ishop staff at Terminal 3 Changi Airport at Wednesday, September 27th 2017 around at 23:30.

I would like to lodge a complaint regarding the Ishop staff at Terminal 3 Changi Airport. I need to explain first that Ishop I mean here is not the I-shop for MAC thing but Ishop refund that is available in every Terminal in Changi Airport for you to get your refund.

It's a common knowledge for us the frequent travellers using Singapore Airlines that, if we buy a ticket from Singapore Airlines and has to travel via or stop over in Singapore, we can exchange our used boarding pass for a S$20, - coupon (refund).

It happens 2 days ago (September 27th, 2017 around at 23.30), as I travelled back from Jakarta to Frankfurt via Singapore using Singapore Airlines completely (no cooperation with other airlines).
They said I CAN NOT exchange my boarding pass because as I flied from Frankfurt to Jakarta via Singapore before (August 6th, 2017), my plane from Frankfurt to Singapore was operated by Lufthansa not Singapore Airlines though my ticket actually was from Singapore Airlines. I showed my ticket to the staff and try to explain that they collaborate for this flight (My boarding pass from Frankfurt to Singapore was printed by Lufthansa, that's why I didn't try to ask for a refund before), but then she insisted that I can't refund it because my first flight was with Lufthansa not Singapore Airlines and that my ticket is not from Singapore Airlines but Lufthansa. I tried to explain it again and again that I bought Singapore Airlines ticket, only that because Lufthansa and Singapore Airlines has a collaboration for this flight but my ticket is from Singapore Airlines. But unfortunately she still not gave me the refund. Not only that, the way she talked to me was so unfriendly and she seems so annoyed as I asked why I can't exchange my boarding pass. I can say this because before me there was a white man and when she talked to the man, she was very friendly. Unfortunately I did not have a chance to see the name of the staff, because I have also been hunted for time as it was already my boarding time (My flight was at 23:55). That's why I didn't argue much.

Eventhough I booked my ticket not directly from the Singapore airlines website (I booked my tickets through flighttix.de website) (https://flighttix.de), but as I bought it, clearly written there that I buy the Singapore Airlines tickets, only that Singapore Airlines and Lufthansa cooperate for this flight as they don't have the flight which operated by Singapore Airlines from Frankfurt. But the rest of the travels was operated by Singapore Airlines.

I am very disappointed with the treatment of the staff. If you want to say the loss, the most loss is me. Why? Because I was supposed to fly with Singapore Airlines but was replaced with Lufthansa. Not only that, I'm also almost late for my next flight to Frankfurt because they serve everyone very slowly.

I really hope that the Controller or the Head of the IShop refund will read my complain and I still hope for my refund if it's still possible.

I look forward to hear from you.

Maria Regina

Dear Person in Charge

I flied back from Japan with Singapore Airlines, SQ 635 and landed in Singapore at about 5am this morning. After collecting our luggages at Belt 35 at T2, we accidentally walked to the wrong exit that is only for crew members. Then, this Malay guy, whose job i suppose is only to ensure that passengers used the correct exit, stop us. The first sentence that came out from him is "Hello, that exit is for crew members, please read the sign! Nothing to declare is to use the exit here". He continued asking if we are the crew members! It is so obvious that we are not, can't he tell from our dressing!
I was so shocked and so disappointed with his attitude/ service, especially when his jobs required him to direct passengers to the right exit. It is really such a disgrace to have such a staff! This Malay guy needs to undergo a proper training. Even if he is in a bad mood, this is not the right attitude towards the passengers. It does not reflects well on the airport.
There are bound to be passengers who are like us, about to use the wrong exit, and this is the reason why he is there to carry out his job. If he is expecting the passengers to use the right exit, then the airport can consider his position to be removed!

April 3, 2017

To: Changi International Airport Management

Dear Sir/Madam,

First of all I would like you to know that Changi International Airport is my favorit airport – and I've been to quite a few – and that is part of the reason why I took time to write this complaint.

My mom (Nursiti Sitorus – Medan), my youngest sister (Olivia Merikani Butar Butar – Pekanbaru), and I (Fanny Mutiara Butar Butar – USA) arrived at Terminal 1 Changi International Airport on March 29th around 11 a.m. from the seaport after cruising with the Royal Caribbean International for 5 nights.

Since our 80-year-old mother has a hard time walking at a normal pace, we left her near the JetStar check-in area with our 4 luggage, 4 handbags and 1 backpack, while we went to Vivo City at Harbour Front for shopping.

When we got back around 4:30 p.m., mom told us that she was accused of stealing something from a young lady, probably Malay, in her early 20s, who was accompanied by a young man about the same age. Since we don't know their names, we'll just call the lady X and the man Y. Mom said that the event happened about an hour before our arrival. And this is how mom described it:

She was asleep when X tapped mom to wake her up. Then X accused mom of stealing her stuff. Mom invited X to check the bags herself but X hesitated and then left with Y.

Prior to that, X & Y sat not too far from mom before she finally fell asleep. I asked mom if she ever left the bags to go to the bathroom and she said “Yes”. Immediately I thought of the possibility that someone might have put something in our bags while mom was asleep or in the bathroom. So I went to the information desk to ask where to report about a security issue. The staff said that I have to check-in first because the security office is past the immigration check.

So we started packing the things that we bought from Vivo City. And as soon as we finished packing, two policemen by the names Ahmad Naqib and Wong Teng Tjong, followed by X & Y, approached us and said that they need to check our bags. We refused and asked them to check the CCTV if our mother did what was accused of her. But they insisted that they were doing what was necessary to clear the misunderstanding. So we finally gave up and allowed the two officers to go through all our belongings with X & Y watching from a distance. The officers did ask us to sit down while they went through our bags, but we wanted to make sure that we watched them closely while they were inspecting our stuff.

At the end, they found nothing. But we were already upset for the way they treated us just by the word of accusation of one person. We couldn't even get their names or photos except for the two officers. Instead we were asked to hand our passports to the policemen, which we refused to do. They did mention that our mom was the only person who was there the whole time since 11 a.m. seen on CCTV, and therefore she was a candidate for inspection. There was no word of apology from any party.

Based on the event written above, our complaints to the airport management are as following:
1. If our mom was seen on CCTV since 11 a.m., then for sure she also would have been seen whether or not she stole “the stuff” from X. And if she didn't – as proven at the end – why did the officers still insisted on doing a thorough check?
2. We were not given an official letter showing that the officers had the right to go through our bags.
3. We were not even given the information of what exactly is the thing that they accused our mom of stealing.
4. We were not given the chance to see the CCTV recording.
5. The two officers were obviously on the side of X based on her word alone and treated us unfairly.

Besides the complaints above, we also would like to suggest that a security office be located before the immigration check as well.

I herewith attach the following:
1. The photos of the two police officers.
2. The photos of X & Y.
3. The copy of my mom's & my sister's boarding pass.
4. The copy of my ticket.

Thank you for your kind attention. I hope Changi management will solve this issue in order to improve the airport performance. And we look forward to your response.

Sincerely,
Fanny Butar-Butar

Cc:
Consulate of the Republic of Singapore in Medan

Just after 6 am on April 21, 2016, I was heading to Gate 19 at Terminal 3, and as I showed my boarding pass to the customs officer, a short chubby dark skinned officer, he said to me "six forty" I did not understand what he meant, so I did not move, and he yelled at me saying "six forty", which was my boarding time. There was no notice or signage at all to inform passengers who are supposed to be screened first. I heard him asking the passengers ahead of me if they were going to Sydney.

Anyone who has no tact should not be given such position, I felt so bad being yelled at, let alone by a stranger not knowing what I have done wrong. I demand an apology.

Changi T1 barrier off the gate arrival for security checks. Which led to passengers waiting for gate open, do not have seats. This is a big let down. Airport staff needs to be more helpful when situation changes. Nobody seem to be concern in providing the Singapore hospitality anymore. Sad to experience this change. See people working like robots. Suggest the need to put the rating screens at the gates as well. Hopefully this will give feedbacks on the efficiencies and hospitality.

To 25.06.2015
The chief immigration controller.
Changi airport. singapore,

ref e. visa number. aa7366249 obtained on 12th june 2015.

name. meeran faruk ali d. o. b. 07.01 1985. passport number. g. 5997000

sub ; my entry at the singapore changi airport refused. on 23/06/2015

sought orders to gain the entry to utilize my business visit.

a fervent appeal

I am meeran faruk ali bearing passport number g, 5997000 do submissively with a deep regret submit to your gracious attention sir that., I have been working in a private company functioning under the name of united india exporters at no 5/21 ormes road. kilpauk chennai 600 010 as a field and marketing executive for the 18 months.

Our prime activities are exporting film cassettes to overseas and exploit them at the theatres at the overseas territories.in view of them I used to visit many destinations also overseas countries on our company behalf and thus I am associating at our company.

Recently on the 23rd I have been advised by our company director to visit singapore & malaysia to govern the exploitation of the cinematographic film at the theatres at singapore and malaysia cinema theatres towards executing the task I had boarded the travel on 23rd malaysian airlines to visit singapore and malaysia.

Initially I had visited singapore and planning to visit malaysia by road to full fill our company activities. but unfortunately I have been stopped by the airport controller of immigration and barricaded my entry despite I had explained the purpose of the visit. I wish to say I had visited several times to singapore & malaysia repeatedly towards governing the business activities, and I used to return within the stipulated time by adhering the immigration norms., even I had visited to europe country also.

Under the situation why the granted visa has been invalid saying the reason * being ineligible for the issue of pass under current immigration policies* with the I d number of 0058448/23/06.2015. I don’t know why?, since our company have deputed me to full fill the work with the authorized visa and journey tickets. how my entry has been rejected also I am possessing the valid visa & return ticket from malaysia to india on july 07 2015. I don’t know the reason why my entry rejected. also the immigration officer questioned me in english language and I was not able grasp the interrogation. at least they could have questioned me with tamil language which I know well. as I am not so capable in english language
I had visited already several times to singapore. malaysia., thailand. indonesia, china and europe countries a which can be seen my current and previous passports. amidst the stage being the frequent traveler especially to singapore and malaysia how this time my entry will be rejected when I am visiting for the real business purpose. each and every visit I had returned to back home within the time permissible in order to honor the immigration ethics.

I have herewith sent the scan attachment of my appointment letter, and the letter issued by our company proprietor explaining the purpose of the business trip.

Since being the frequent visitor I have been advised by our company to have the consecutive visits to asian countries. kind ly scrutinize my reasonable plea and render justice by arranging the interview in chennai singapore high commission and thus enable me to pursue my on warding continuous business visits.

I look forward to hear from you

Meeran faruk ali

To test a man's character, give him power.. and Singapore Custom Uniform, i guess! in this case, the Custom Officer is Ssgt Eo Chin Kee

Place: Terminal 2
Date: Jun 12, 2015
Time: between 10pm-11pm

Two of us were walking toward exit when the above officer said "you, come here" (already very rude intonation.

Why do we need to walk fast just to go to the scanner machine? and this officer keep on shouting "HEY YOU, COME HERE!", "HEY, HERE!" (just in case, the CAPS here represents Shouting in the internet world)

when we confronted him, "NO, I'M NOT SHOUTING" with still high tone and very arrogant.

when we asked for his number, after finished scanning, He Arrogantly stood up and spread his right chest to show the name.

I can't believe the custom staff you have can be this rude, can't believe that Singapore Citizen/Resident pay the taxes to get this kind of treatment.

SG50? He has no respect and no manners!

FlyScoot have employed a very rude employee by the name of NICHOLAS WEE! As with any passengers who have missed their flight, the last thing on the passengers' mind is to face a HOOLIGAN who talks rudely and only shoot his mouth off on chasing us out of the airport. He was practically waving his hand gestures at us throughout the whole episode! His tone and behavior are totally UNACCEPTABLE. When we reached F50 gate, the first thing that he did was to wave his hand at us to go out of the gate and sit outside the gate to wait for him. While we were taking a rest outside F50 gate, he suddenly came out and told us to follow him. We told him that we would like to sit a while more as we were trying to catch our breath, but he threatened us with the Airport Police if we are not going to budge. We would really like to see if HE has the energy to continue to move when he has RUN from Gates A to F just to catch the plane. All we ask is that we take a short rest to catch our breath but this small request is rejected with a sneer. Eventually we have no choice but to follow him as he claimed that we need to do some sort of administrative offload before he can assist us to rebook our tickets.

It appeared to us that he seemed not to know his job scope very well. Took us to departure F gate immigration saying that this is to facilitate the offloading procedure. When we got there, he was told by the immigration officers that this is not the correct place to do the offload! And our poor feet and heart had to continue to be led by him on this senseless marathon. Along the way, we asked him what can be done to get us on the next flight and all he replied was that now he is the IN CHARGE and we just need to follow him and get out of the airport. He told us that "he will see what he can do after we go out of the airport."

Finally, we reach E Gate immigration. He suddenly become a meekly mouse in his tone when he was talking to the immigration officer there. We heard him asking the officer on where to walk for our offload to be done. Oh come on, the IN CHARGE who does not even know the procedure for a proper offload for the passengers? When we asked him how come he was taking us on a merry go round tour, this time he answered that usually it is the ladies who handle such matters and not him. Scoot, you mean to say that you employed such "knowledgeable" IN CHARGE?

This is not all. The heart wrenching aspect is that it seemed that Nicholas does not seemed to practise what Changi Airport always seemed to preach. On being a world class service airport! Apparently, Scoot could be having some serious problem with their staff service training if they can train up such a "professional" Ah Beng in charge! You see, Nicholas immediately walked out of the staff gate via T2 baggage area after the offloading was settled. So I really cannot fathom where is the "see what he can do after we go out of the airport". He even raised his hands up in triumph at T2 Baggage claim after finishing his offload for us, as if to hint to us that finally these trouble makers would be off his tail.

I can understand that his job is just to handle the administrative aspect of the offloading for us and he does not need to do anything to assist us. What I am trying to portray to Scoot is, shouldn't the airport staff be taught how to display empathy and also never to PROMISE anything to passenger if you have no intention to carry it out! If CAG feels that we are maligning the reputation of Changi Airport, I believe you can view the footage of the CCTVs when Nicholas was handling us. I believe that you should be able to get a good view of him "swapping the flies" in the air with his hand gestures!
Changi Airport, please do something about the maintenance of your skytrain. We were at T3 A gate to take skytrain to T2 F gate. The system keeps repeating "The skytrain is delayed due to operational reasons". We went to intercom to try and understand how long the situation is going to take, but the person on the other line could only reply that he is not sure of the problem and had already informed the Airport Police. My god! Inform the police for a skytrain break down? I really don't see the connection. Are they coming to fix the train? What is more, Nicholas and the operator both said one thing in common, that they are getting the police to come and resolve problems in airport. However, I really need to let you know, from the start to the end of the episode, I did not see a single policeman coming! CAG, I believe that you would have a log of how long the skytrain broke down if you do not believe in what I said. Your "efficient" skytrain is one of the most crucial factor that allowed us to have a taste of "Marathon in Changi from A to F gate" and also to miss a flight and experienced such "wonderful" staff service throughout the airport.

I really pray hard to God that the next encountering passenger of the same situation as us would not be a foreigner because I really cannot bear the thought of our Singapore GDP suffering a setback due to such a traumatic experience for a tourist.

I like to share my horrible experience with one customer service counter in Terminal One Premium Check in Suite We are Australian passport holders. We booked our tickets from Singapore to Xiamen through Bravofly web site(http://www.bravofly.com.au/), it only allowed First name and last name to be entered. We were told at Singapore Airport that there is a special requirements regarding to middle name by Xiamen Airlines, the check in staff (from Premium Check in Suite) said that our middle names were required because we are Chinese. We were insulted by the comments made by the check in staff that middle name is not required for European, in particularly she mentioned that a Caucasian is not required to match middle name. Xiamen airlines has special requirements on middle name but its system refuses to change middle names for more than 4 characters.My wife’s middle name contains 5 characters, so we were forced to purchase an additional costly ticket from Xiamen airline without any option and help from airport staff. We were warned by Xiamen Airline on the phone that ticket might be unavailable if we didn’t pay for an additional ticket immediately. Xiamen airlines didn’t accept international credit card payment, we will definitely miss the flight and stuck in the airport without payment from my relative from China. We felt helpless and under enormously pressure at airport. We travel regularly but this was the worst nightmare we ever had, it ruined our tour. Singapore Airport said they were following instructions from Xiamen Airlines. We suffered a total lost of CNY6134.00 plus enormous stress from this ordeal.

I would like to lodge a complaint regarding the Singapore Changi Airport Custom officers at Terminal 1 Premium Check in Suite.
We are Australian passport holders. We booked our tickets from Singapore to Xiamen through Bravofly web site(http://www.bravofly.com.au/), it only allowed First name and last name to be entered.
We were told at Singapore Airport that there is a special requirements regarding to middle name by Xiamen Airlines, the check in staff (from Premium Check in Suite) said that our middle names were required because we are Chinese. We were insulted by the comments made by the check in staff that middle name is not required for European, in particularly she mentioned that a Caucasian is not required to match middle name. Xiamen airlines has special requirements on middle name but its system refuses to change middle names for more than 4 characters.My wife's middle name contains 5 characters, so we were forced to purchase an additional costly ticket from Xiamen airline without any option and help from airport staff. We were warned by Xiamen Airline on the phone that ticket might be unavailable if we didn't pay for an additional ticket immediately. Xiamen airlines didn't accept international credit card payment, we will definitely miss the flight and stuck in the airport without payment from my relative from China. We felt helpless and under enormously pressure at airport. We travel regularly but this was the worst nightmare we ever had, it ruined our tour. Singapore Airport said they were following instructions from Xiamen Airlines. We suffered a total lost of CNY6134.00 plus enormous stress from this ordeal.